KLM Flying Dutchman - KLM feedback about a number of FD@Home customer surveys

The FD@Home customer survey panel is now alive for nine months and feedback and results are available. KLM Customer Research and TNS-NIPO (http://english.tns-nipo.com) published their FD@Home customer surveys on 1 July 2004. They mention that the FD@Home panel is a success and helps KLM in her efforts to improve her service. A quick glance at the TNS Nipo research results ( http://onlinetest.tns-global.com/wi/p47863598/i.asp) reveals that there is little about improvement of the quality of the FD helpdesk. I presume we have to live with the ongoing incompetence of a number of FD helpdesk staff.

That (typo-and-grammatical-error-riddled) document should be used in business schools far and wide as a classic example of clueless arrogance in a company.

I don't know who they talked to, but the notion that the things their customers want the most are bloody city guides and a brochure on sustainability would be laughable if it weren't happening at my airline.

That (typo-and-grammatical-error-riddled) document should be used in business schools far and wide as a classic example of clueless arrogance in a company.

Who's more clueless? The airline or the average responder? How can people be satisfied w/ the current level of customer service? I just don't get it.

If they were really worried about sustainability (of the airline) they'd take better care of their elites instead of going out of their way to piss them off.

Given my experience with KL over the 2+ yrs I've been in the UK... well all I can say is I'm glad I held off on switching from WP.

Are any FT members on the panel?

Can the rest of us supply some (constructive) input to offset the self serving drivel that seems to be the only result to date?

-- Dambus

One should not underestimate that the vast majority of the FD community flies probadly once or twice a year and will redeem their hard earned miles once every year or so for a short weekend trip to Milan, which is planned 10 months in advance.If you call the Helpdesk under these circumstances and they will provide you with a handful of flying options and a couple of options how to pick up the ticket, you will probadly score a 8 or 9 as well...

It would not surprise me, if the level of satisfaction decreases with every level of membership in the FD programm.

BTW, may I mention that I am still waiting for the triple miles for AVIS rentals in 02 and 03 of 04, 3 months and counting now...

Some words about the general quality of the surveys as well during a boring semifinal of the Euro 2004 without Germany, but at least a german manager on the sidelines.I will never forget the first survey KLM used to send out in Germany, the famous letter with four questions and a Euro 15 SeeBuyFly voucher.The questions were as stupid as possible, so the quality of the surveys improved dramatically, but actually I always under the impression that they want to know the same, ( in my case ) if LH is superior to KL.

Are any FT members on the panel?
Yep, right here!

I think the following statement deserves first prize : " the offers made in our communications are found attractive as long as the offer is interesting for you" DUH ? ! ?

My attitude to these surveys is cautiously positive. At least I'm being asked for my opinion, and some of the questions are topical and to the point.

johan

Are any FT members on the panel?

Yep, right here 2!

My attitude to these surveys is mixed. OK, I'm being asked for my opinion, and as Johan mentions, some of the questions are topical and to the point. The key issue however is not the surveys but what KL management will do with it.

In recent 2 years with a series of promotions the FD programme has substantially expanded. Notwithstanding KL intentions already expressed in 2002 the quality of the FD helpdesk did not improve.

KL goes for an ongoing investigation by TNS NIPO about its services. I responded to all surveys. In November 2003 there was one for FD members who had corresponded by e-mail. For that dedicated FD customer survey I was interviewed by phone for over 20 minutes. In all surveys (e-mail and direct phone call) I mentioned the inexperience and often incompetence of FD helpdesk agents. I suggested:
1) Get the FD system and KL reservations better connected. At present a FD agent is dependent of his colleague at KL reservations. Rarely a FD agent can quickly realise an award booking.
2) Have the FD helpdesk open 24 hours a day. To date the FD helpdesk opens at 08:00 hrs CET and closes at 20:00 hrs CET. During weekends the FD helpdesk is closed.
3) Get better trained FD Helpdesk agents. I gave as an example the call centre of Swiss in Cape Town. Compared to that the FD helpdesk is badly organised.

KL says it wants to improve the service quality offered, including the service quality of the FD helpdesk. Nevertheless little changes. I wonder whether the feedback in the TNS NIPO customer search will make KL be better in meeting the needs of FD members, its best customers. Moreover I doubt that KL management is serious about the surveys. Most likely the survey results are only used to play company politics in the AF-KLM merger.

One should not underestimate that the vast majority of the FD community flies probadly once or twice a year and will redeem their hard earned miles once every year or so for a short weekend trip to Milan, which is planned 10 months in advance.If you call the Helpdesk under these circumstances and they will provide you with a handful of flying options and a couple of options how to pick up the ticket, you will probadly score a 8 or 9 as well...

Exactly. Although SEs (and some BPs), with all respect, are labelled "frequent fliers", they are not flying every month and can therefore not participate in these surveys IMO. Of course, for KLM, these people are easier to deal with than a bunch of over-experienced PEs like us. :D And that's the way KLM usually takes...........the easiest one.

Well, independent of what our favourite( :eek: ) airline actually does with the input KLM FT'ers are definitely being well represented!

Don't pull any punches guys!

-- Dambus

I, too, am a member of that panel and responded to the questions every time but once.

I was surprised to get a feedback at all in the first point.

It included the following topics:

- KLM / AF merger
- KLM's communication to the customer
- KLM.com
- Do we want an online forum on the website
- sustainability

Each topic included some points that were raised. Some contained obvious areas where KLM has to get better. But some of the most important points that were certainly raised by the panel are not mentioned or downplayed.

At the end of each topic they stated what KLM has decided to do about that point. And here I concur with what was posted above. In some points pure arrogance. Like that KLM has learned that the customers feel not informed about the merger. That is corrected by a recent mail that was sent out to the customers. That's it, work is done...!?!

I start to change my feelings about the merger of the FD and F+ programs. If the managers there are worth their money they will correct some of the problems that KLM FD has - let me add that at least there was great sustainabilty so far... ;)

It's been said before: on paper the FD programme is great: bonuses for Elites, miles on all fares, upgrades possible (in theory) on all fares, even double miles for full flex economy fares (Europe Select).
In my opinion where it goes wrong is in practice, KLM is just very inconsistent. When faced with a helpful agent at the FD desk or at the airport (lounge,gate), and they do exist, rules are bent when needed and one feels appreciated. But when you are faced with a rule-follower, man do they irritate you. I guess the rules are just wrong, too strict.
I do hope that when conducting research, number of flights is taken into account when interpreting the scores???
I also wonder what will happen with the new, integrated program. I have no experience with F+ in practice but on paper it seems much less generous.
Any opinions on this?

I start to change my feelings about the merger of the FD and F+ programs. If the managers there are worth their money they will correct some of the problems that KLM FD has . . . <snip>

Have you ever flown AF through CDG? (If so, did your plane actually leave on time? Did your luggage accompany you?)

Have you ever changed in CDG from Schengen to international flights? (If so, have you compared the "friendly chaos" there, with poor marking of directions to other sub-terminals and the multiple going through of baggage screenings, with the same mission - going Schengen to International - at AMS?)

Have you ever used the AF lounges in CDG? (If so, have you noticed even more crowding than in KL's AMS lounges, fewer food stations, and fewer computer stations?)

There is an entirely different attitiude toward management between AF and KLM, at least in my experience, and my guess its that if the same is applied to the FF programs, it does not bode well for what little works right with KLM's FD. :(